Summary
Overview
Work History
Education
Skills
Certification
Languages
Projects
Extracurricular Activities
Roles And Responsibilities
Otherexperience
Timeline
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Saravanan M

Saravanan M

Chennai

Summary

Service Delivery Manager with good understanding of banking domain and expertise in customer query handling and servicing. Multi-talented Operations Assistant successful at managing clerical needs, planning events, overseeing purchasing and producing detailed reports.

Overview

7
7
years of professional experience
1
1
Certification

Work History

DIGI SERVE BACKEND OPERATION

ICICI BANK LTD.
Chennai
03.2022 - Current
  • Addressed customer concerns with suitable solutions.
  • Planned delivery routing, team workflows and promotional initiatives.
  • Maintained compliance frameworks, policies and documentation to support audits.
  • Followed up on emailed or web-submitted customer inquiries within standard response times.
  • Set up and updated customer accounts to facilitate smooth purchases.
  • Answered inbound calls, chats and emails to facilitate customer service.

Service Delivery Manager

IndusInd Bank LTD
Chennai
09.2019 - 03.2022
  • Collaborated with customers to offer solutions to service needs.
  • Adhered to customer service standards to foster satisfaction and retention.
  • Motivated and supported employees to maintain low turnover.
  • Pitched in to complete various duties during peak periods or employee absences.
  • Tracked and analyzed key quantitative metrics and business trends relating to clients and partners.

Phone Banking Officer

HDB Finance Service
Chennai
06.2017 - 08.2019
  • Provided complaint resolution through root cause analysis and service recovery to retain existing clients and increase customer satisfaction.
  • Navigated multiple computer systems and applications and utilized search tools to find customer information.
  • Capitalized on cross-selling and upselling opportunities to consistently exceed quotas.
  • Matched members to products and services meeting current needs and expected lifestyle changes.
  • Maintained performance standards against targets such as call abandonment, turnaround time and accuracy of solutions offered.
  • Helped customers complete withdrawals, deposits and transfers as well as open new accounts and obtain balance information.
  • Balanced energy distributions between trading hubs and generation points.

Education

B.Tech - Information Technology

Panimalar Engineering College
Chennai
01.2016

Diploma - Computer Science Engineering

Panimalar Polytechnic College
Chennai
01.2013

Skills

  • Profound knowledge in credit card products & bank accounts and functionalities
  • Handling customer servicing & finding solution for customer complaints
  • Knowledge in CASA and banking related products
  • Experienced in Handling Flexcube, CBCI, RAP and CRM Next
  • Handling inbound calls from credit cards & other liabilities customer
  • Creating service request for customer complaints & services and regular following up for resolution
  • Cross selling loans and other products over the inbound call with customer
  • Preparing MIS for cross sell products on behave team
  • Selling Life Insurance, Health Insurance, Auto loan, home loan, and LAP
  • Finacle
  • CRM NEXT
  • MS Office
  • POS operation
  • Cash Handling
  • Sales expertise

Certification

  • NIIT - Web Component Development Using Java EE
  • Web D School - MCSD Programming in HTML5 with JavaScript and CSS3
  • Web D School - Web Designing Course

Languages

  • Tamil
  • English

Projects

Monochromatic and Bichromatic Reverse Top-K Queries Detection of Ship Using DNN and ELM

Extracurricular Activities

Won the first Place in Various Volley Ball tournaments

Roles And Responsibilities

  • Handling inbound calls from credit cards & other liabilities customer
  • Creating service request for customer complaints & services and regular following up for resolution
  • Cross selling loans and other products over the inbound call with customer
  • Preparing MIS for cross sell products on behave team
  • Selling Life Insurance, Health Insurance, Auto loan, home loan, and LAP.

Otherexperience

Worked as a student trainer in Panimalar Engineering College each program organized by Anna University College

Timeline

DIGI SERVE BACKEND OPERATION

ICICI BANK LTD.
03.2022 - Current

Service Delivery Manager

IndusInd Bank LTD
09.2019 - 03.2022

Phone Banking Officer

HDB Finance Service
06.2017 - 08.2019

B.Tech - Information Technology

Panimalar Engineering College

Diploma - Computer Science Engineering

Panimalar Polytechnic College

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Saravanan M